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2 months ago

Chicago, United States Hotel Resource Full time

Front Office Supervisor - Hotel Indigo Naperville Riverwalk, IL

Company: IHG

Location: 60540, US

Category: Management

Employment Type: Contractor

Degrees Required: Not Specified

Manages Others: No

What we need from you

Great communication skills. Establish and maintain good communication and teamwork with fellow employees and all departments within the hotel. Must always be attentive, courteous, and efficient in dealing with clients, guests, managers, and all other employees and maintain a professional and friendly demeanor at all times. Focus on his/her role in contributing to Guest Love Survey and our Winning Metrics goals. Work some scheduled shifts at the desk per week based on business and staffing demands. High School diploma or equivalent, plus one-year front office/guest relations experience including some supervisory training/experience. Some college preferred. Must speak fluent English. Other languages preferred. Frequently standing up behind the desk and front office areas. Carrying or lifting items weighing up to 50 pounds. Handling objects, products, and computer equipment. Use a keyboard to operate various property management and reservations systems, etc. Your day to day

Assist in supervising the front desk function; ensure staff is properly trained including service expectations, hotel facilities and services, local directions, property management and reservations systems, safety, and emergency procedures, etc. Ensure your front office team delivers great service, professional attention and personal recognition. Recognize our IHG Reward Members and use our arrivals list and other tools to make their stay more personal and ensuring each stay is a memorable one. Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction. Review in-house records, billing and ensure rates and postings as what are guests expect to ensure smooth check-in and check-out processes. Deliver Room to Have a Great Start to each new Team Member using a 30-Day Onboarding training schedule. Provide mentoring, coaching and regular feedback to improve team member performance. Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure your team are properly trained on systems, security, service and quality standards. Coordinate and execute Employee Opinion Survey, encourage participation, discuss results and implement improvement Action plans. Create and implement morale-boosting and goal-oriented incentive programs, Top Performers awards and other programs. Help monitor profitability and smart business decisions by controlling labor costs and expenses using checkbook and other means to track spend and measure profitability. Focus on rate strategy, assist Management by inputting and changing rates and restrictions in Concerto and other hotel systems. Oversee and assist night auditor in the process and creation of daily GM review packs and EOM processes. Develop plans to increase occupancy and ADR through walk-ins, upselling rooms at the front desk and overselling to improve sell-out proficiencies to maximize revenue opportunities. Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner. Stay safe all the time and ensure your Team Members are trained in safe practices and protocols. Following our safety procedures, you'll report all incidents and wear any protective gear needed. Ensure compliance to Direct Bill account approval, set up, credit checks and the processing, documentation and collection efforts of Accounts Receivables. Perform other duties as assigned. May also serve as manager on duty. What we offer

We'll reward all your hard work with a great salary and benefits including great room discount and superb training. At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law. IHG is committed to promoting a culture of inclusion where everyone feels safe, respected, and valued. We seek talent from all backgrounds to join our teams and encourage our colleagues to bring their authentic and best selves to work.

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